Horizon Software Solutions

Booking Autopilot Campaign Automation Software

Booking Autopilot Campaign Automation software is a comprehensive omni-channel technology designed to manage communications with clients in real time. BA marketing programs are managed, executed and optimised across multiple platforms - email, SMS, web, push and chat-bot. The platform is easy to integrate with external systems, client data and transactions.

Features

• Integrated mobile engagement platform for citizens and clients
• Sophisticated business rules engine to define any kind of campaigns
• Automated campaigns through email, SMS, notifications and reminders
• Automated analytics, dashboard and reporting
• BA allows organisations to analyse customer behaviour and preferences
• One-off and recurring campaigns based on automated triggers and signals
• Boosts loyalty using Booking Autopilot quizzes and gamification
• Supports isolating access by departments, locations and businesses (G2B2C)
• Personalised templates and deeplinks
• All campaigns are delivered from one place

Benefits

• Allows staff, partners and citizens real–time access to the systems
• Priority support by Horizon specialists (only humans, no robocalls)
• Reduce wasted time on admin work and improve staff satisfaction
• Reduces and manages operating costs and improves efficiency
• Deploy siloed systems for each department/business (G2B2C)
• Customisation available to your specification by UK-based expert software developers
• Rapid and easy configuration
• Identifies your customers, knows their preferences and engage with them
• Improves communications and builds relationships with citizens and clients
• 24/7 support available from highly-trained specialists

£250 to £1,200 a unit a month

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mark.mollenbeck@horizont.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

343595111164810

Contact

Mark Mollenbeck
07462923264
mark.mollenbeck@horizont.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: EPOS; BI; CRM; Booking software
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: None
• System requirements: Internet connection with internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 - 1 hour, any day of the week; Priority 2 - 1 hour, any day of the week; Priority 3 - 1 hour, any day of the week; Support with lower response time are at additional cost depending on needs of client. A dedicated account manager is assigned to the client.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: NA
• Onsite support: Yes, at extra cost
• Support levels: A dedicated account manager is provided who will liaison with technical department. Support material is provided in English from our UK headquarters and includes: Ticket Support Helpdesk, User manuals, Webinars and Telephone. Standard Support Service will be provided during the hours defined which comprise:; 1. A telephone, email and chat help desk to provide first-line technical support to users of the Software; 2. Remote diagnosis and, where possible, correction of faults or malfunctions of the Software;; 3. Second-line on-site technical support in order for the company to; investigate promptly the reported defect or error and to make such corrections,amendments or repairs as are necessary to restore the Software so that it complies with the requirements of the Contract.; 24/7 support is offered at extra cost.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Booking Autopilot follows a process to ensure swift delivery of the end-product. The suggested steps are as follows to reduce the time required by staff (please note that some steps may only be required in the event the client has requested customisations).; ; First step will be to work with client and define scope. Second step will be the project delivery where we will work under the project delivery, user acceptance test and training plan. Requested customisations will be developed by engineering at this step. Third step will be to conduct testing and assurance to ensure system is finalised. Finally, system will be ready for go live and it will deployed to production environment.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: Booking Autopilot has advanced reporting capabilities that allow exporting to CSV and MS Excel. In addition to this, we offer data export via the API or from the database directly. Support can be provided for this.
• End-of-contract process: Customer support will be provided to assist the Client with extracting all required data. Assistance can be provided with migrating to a new platform. Once Client has ensured all their data is exported it will be purged from our systems.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No dependencies identified.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: All functionality available by our clients are also made available via API. For example, it can be used to fetch campaigns, mobile notifications, events and so forth. API documentation and technical assistance is available.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Booking Autopilot is extensively configurable, allowing for a large variety of use cases without additional technical involvement. For example, it's hierarchical nature enables a City Council to run the Campaign Automation system and then create a department that sits underneath it which can manage campaigns for a Library. The City Council is able to see and manage all Library campaigns but Library staff can only see and manage services for the Library.; ; Further customisation of the software can be provided through a change control procedure with day rates applying for development time required.

Scaling

• Independence of resources: The service is hosted in the cloud with redundancy systems in place such as load balancing and queue systems to ensure that the load is distributed across a large number of machines. There are also strict security and system restrictions that separate instances. Completely isolated environments are also available if required.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide various service metrics through advanced reporting for different locations and time periods. All user transactions and history are recorded on the database and can be reviewed in real-time by the users and administrators. Most of them are available through the software (the web interface) but some of the system data could be extracted from the audit trail information in the database.
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be exported from our advanced reporting to CSV and MS Excel.
• Data export formats:
  • CSV
  • Other
• Other data export formats: MS Excel
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Service Level Agreements will be agreed for to ensure requirements for service up-time and support response and resolution times are met. Service level credits are negotiable and can be included within the contract.
• Approach to resilience: Specifics about the process are available on request. It includes processes and security implementations at all layers of the application stack and company procedures.
• Outage reporting: Monitoring tools are deployed to ensure service outages are reported in a timely fashion and available via a status page. Clients can nominate stakeholders that would like to receive email alerts that are triggered upon any outage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: We do not provide any external access to the interfaces and/or our internal support facility. Booking Autopilot also has a comprehensive Role Based Access System.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We ensure that all information is managed and held securely and in line with best practice. Specific requirements are agreed with clients. We regularly review our approach to ensure that this is inline with standards and client's environment/policies/systems.
• Information security policies and processes: We plan and work in a systematic way as we develop and implement software solutions. We build in information security into all of our work.; ; Our information security policies are in line with best practice and ensure we can meet specific client requirements. We have internal controls and share information across our team to ensure they are kept. All projects are overseen by our MD who acts as our overall Project Director.; ; Any issues and risks are immediately discussed, actioned, signed off in the formal project governance processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Horizon adopts a comprehensive Code Control System which enables our teams and developers to deliver multiple and complex projects. We are using an integrated suite of Web-based Source Control Management, issue tracking, project management, and collaboration tools. With the help of the above and our customer management solution, the components of services are tracked through their lifetime. Before a change to the solution is planned a thorough investigation is performed for the impact of these changes. A risk assessment team makes the decision is the impact is high or low.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: We monitor closely for potential vulnerabilities. If we identify an issue - it is reported to our risk management team for assessment. In parallel, our technical team provides a solution which is then tested and accepted by the delivery team. The patch is then deployed ASAP based on the agreed SLAs. Potential threats are checked through vulnerability testing - usually performed every 6 months or on request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Booking Autopilot makes uses of monitoring tools to provide coverage of the network, application and database layers to manage resource utilisation, performance analysis and capacity planning with real-time alerts for critical events. Regular reviews of monitored records enables proactive managing of services and identification of potential threats.
• Incident management type: Supplier-defined controls
• Incident management approach: Booking Autopilot handles incidents based on their severity. Clients are notified of incidents that are critical. Booking Autopilot utilises its monitoring system to determine if any issues are likely to occur and to identify the issue as soon as it happens. The purpose of incident management is to ensure that we can restore regular functionality as soon as possible. The process involved is based on the following steps: identification of the incident; logging the incident in our management software; prioritising and categorising the incident; flagging incident with relevant department; identifying root cause of incident; fixing issue; testing hotfix; and deployment.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  There is no greater threat to our collective future than climate change. At Horizon Software Solutions Ltd, we believe that industry has a key role to play in finding sustainable solutions to today’s climate challenges.; In accordance with our Climate Change Policy we will:; 1. Reduce emissions; 2. Save energy; 3. Put the 3 R's of sustainability into practice; - Reduce: consume less, more efficiently.; - Reuse: take advantage of second-hand markets, to give new life to items that you don't use anymore or find something that someone else has gotten rid of that you need. You'll be saving money and reducing your consumption. Bartering is also a practical solution.; - Recycle: packaging, waste from electronics, etc. ; 4. A low-carbon diet results in smarter consumption; 5. Act against forest loss; 6. Make demands from the government
• Covid-19 recovery:

  Covid-19 recovery

  Horizon Software Solutions Ltd participates actively to help people and companies to recover from the Covid-19 pandemic. Horizon is a technology partner of the STRESS-LESS project funded by the European Commission - Erasmus+ KA2 Programme. It involves 5 partners in 5 different countries: BF/M – the project leader from Germany; Hafelekar from Austria, Happiness Academy from Bulgaria, Consultoria de Inovacion Social from Spain and Horizon Software Solutions from UK. As a result of the STRESS-LESS project in the long run SME staff and other learners will be healthier, less stressed, easier to communicate with, suffer less from depression and burn-out. SMEs staff will take less sick leave and be more productive, efficient, effective and competitive.
• Tackling economic inequality:

  Tackling economic inequality

  Horizon Software Solutions Ltd is committed to tackling economic inequality. Our vision is to help lower the unequal distribution of income and opportunity between different groups in society.
• Equal opportunity:

  Equal opportunity

  Horizon Software Solutions Ltd is determined to provide genuine equality of opportunity for all employees, regardless of gender, age, ethnic origin, marriage, religion, sexual orientation or disability.
• Wellbeing:

  Wellbeing

  Horizon Software Solutions Ltd adopts a number of wellbeing initiatives for healthier and happier staff, including:; 1. Provides an Employee Assistance Program; 2. Helps employees work towards long-term goals; 3. Sets friendly fitness challenges; 4. Introduces wellbeing-based employee benefits; 5. Arranges regular get-togethers; 6. Introduces designated wellbeing leaders; 7. Encourages real breaks

Pricing

• Price: £250 to £1,200 a unit a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We are offering a free trial one month period of our key Cloud services.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mark.mollenbeck@horizont.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.